FAQ
Frequently asked questions
Delivery
How much is delivery?
Free, on every order, to every country we ship to. There is no minimum spend and no charge added at checkout.
How long will my order take?
We dispatch within 1 to 2 business days. Delivery then takes 5 to 15 business days depending on where you are and which of our makers supplies the item. UK and European addresses are usually at the shorter end of that range.
Where do you ship to?
The UK, most of Europe, the United States, Canada, Australia, New Zealand and a number of countries in Asia and the Middle East. The full list appears at checkout once you enter your address.
Why did my order arrive in more than one parcel?
Items that come from different makers are dispatched separately so that nothing waits on anything else. You are not charged extra for this. Each parcel has its own tracking number.
Orders and tracking
How do I track my order?
You will get a dispatch email with a tracking number as soon as your parcel leaves. You can also check progress any time on our Track Your Order page.
Tracking has not updated for a few days. Is something wrong?
Usually not. Tracking often goes quiet while a parcel is in transit between countries, then jumps forward several stages at once. If there has been no movement for more than seven business days, email us and we will chase it.
Can I change or cancel my order?
Yes, if it has not yet been dispatched. Email sales@lavishens.com as soon as you can with your order number. Once a parcel is on its way you can still return it under our 30-day policy.
Returns and refunds
What is your returns policy?
You have 30 days from delivery to return anything for any reason, provided it is unused and in its original packaging. You pay the return postage. Full details are on our Return and Refund Policy page.
What if my item is faulty or wrong?
We cover the return postage and refund you in full, or send a replacement, whichever you prefer. Email us a photo and we will sort it out.
How long do refunds take?
We process refunds within 2 business days of your return arriving. Your bank or card issuer then takes a further 3 to 10 business days to show the money in your account.
Payment
What payment methods do you accept?
All major credit and debit cards, PayPal, Apple Pay, Google Pay and Shop Pay. Full details are on our Payment Policy page.
Is it safe to pay on this site?
Yes. Payments are handled by Shopify Payments and PayPal over an encrypted connection. We never see or store your full card number.
Will I be charged customs or import duty?
UK and EU orders are delivered with nothing further to pay. Orders outside those regions may occasionally attract an import charge set by your own country. Any such charge is the responsibility of the recipient and is not something we can collect or refund on your behalf.
Products
Do your lights come with bulbs?
It varies by product. Where a bulb is included, it says so in the product description. Where it is not, the fitting type is listed so you know what to buy.
Will the colour match the photos?
Very closely, though screens vary and natural materials like wood, stone and rattan differ slightly piece to piece. That variation is a feature of the material rather than a fault. If something looks genuinely wrong when it arrives, return it and we will refund you.
Still stuck?
Email sales@lavishens.com. We reply within one business day, Monday to Friday.